Reimagining the digital estate

MCB

How we took a UX centred approach to revolutionise the entire banking experience across MCB’s personal, private and corporate offerings.

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Putting user needs at the forefront

Equator’s work with MCB focused on revolutionising the UX of their entire digital estate. With usability at the forefront, we transformed the experience to be user, rather than product-focused, simultaneously evolving the look and feel, to align with modern best practice.

Working with MCB to evolve their digital identity

MCB engaged Equator thanks to our wealth of Financial Services sector experience. The brief was an all-encompassing one; to evaluate and transform the entire consumer-facing digital estate over a two-year delivery program.

 

Work commenced with an upgrade to the logged-in Internet Banking portal, combining the platform upgrade with an improved UX. This led to a redesign and restructure of the personal banking website, and the introduction of an online application process. A first for the Bank

 

Utilising the same principles and approach, the private and corporate banking solutions were migrated into the single solution, whilst being afforded their own identity through a unique look and feel.

To stay ahead MCB needed to evolve

Mauritius Commercial Bank was founded in 1838 in the island capital of Port Louis. They have worked to become an increasingly prominent regional player, accumulating a customer base in excess of 1m, and acquiring a domestic market share of approximately 45%.

 

Digitally, the Bank realised they needed to evolve and innovate to continue their growth, particularly as most of their revenue stems from overseas markets.

 

The online estate had become complicated for users to navigate. Coupled with an interface that wasn’t responsive, no ability to log-in and bank online, and no ability to apply to become a customer online, MCB accepted it was time to evolve.

An Agile way of working

Equator worked through an Agile program spanning 2 years. It involved upgrading and improving the entire digital offering, amalgamating standalone sites for each business area into a single shared solution.

 

For each business area, the process was simple: Evaluate the current offering with research and testing, identify potential solutions, implement, test again and refine.

 

The process was repeated, covering the Internet Banking portal, and Personal, Private, Corporate and SME banking units.

 

The biggest and perhaps most effective change was to simplify the Information Architecture of each site. We moved MCB away from a previously confusing, product-based structure which was difficult to navigate, to a simplified needs-based approach which aided the user in exactly what they were looking for.

The results

  • Capability to apply to become a customer online – a first for the Bank.
  • A new responsive design aligned with best practice UX.
  • A simplified informational structure, with 5 websites consolidated into one solution.